Questions

What is a basic check? What is an advanced check?

New Relic Synthetics is a suite of automated, scriptable tools to monitor your websites, critical business transactions, and API endpoints. All New Relic users get free Ping monitors that ensure your website is accessible. These Ping monitors are what we refer to as "basic checks". There are also sophisticated Browser monitors to test your website with real, Selenium-powered Google Chrome browsers that see just what your users see. These are counted as "advanced checks".

What if I don't know my typical monthly usage?

That’s okay. If you don't know at first, we’ll put you on a base plan. At the start of the next month, we'll run a report to analyze your previous month's usage. If there's an overage, an Account Manager will contact you with options to meet your needs.

How does the subscription plan work?

Annual Billing (Best Price) — We charge your credit card every month based on your plan, at a discounted rate. You can increase your license of purchased units at any time and charges will adjust with the next monthly bill. Your account will automatically renew at the end of the year unless you change your subscription. If you cancel prior to the end of your annual subscription, you will be charged a penalty.

Monthly Host Billing (Flexible Commitment) — We charge your credit card each month based on your plan, at the retail rate. You can change this number at any time and we’ll adjust with your next monthly bill accordingly. You can cancel service or downgrade to a lower level of service without penalty. Your account will automatically renew each month unless you change your subscription.

What if I want to cancel my service?

No problem. If your account is on a monthly plan, simply cancel before your next billing period. You won't be charged for the next month of service. If you have an annual subscription, you may cancel without penalty within 30 days prior to your renewal date.

If you're on an On-Demand Plan, you'll be charged for the hours your applications were connected to New Relic during the month in which you cancel.

Can I try New Relic Synthetics before I buy it?

Yes. You'll be able to try New Relic Synthetics’ Pro version free for 14 days with no credit card required. Once you set up a monitor and we start receiving data, your 14-day trial begins. If you don't buy after your trial, your account automatically downgrades to Lite (free forever).

How do I deploy New Relic Synthetics?

It’s a very simple set up process. There are 4 different monitors available - Ping, Simple Browser, Scripted Browser, and API Test.

Ping and Simple Browser monitors: To set these up, simply input the URL, choose the locations and frequency for this monitor, and hit create.

Scripted Browser and API Test monitors: To set these up, you have to choose your locations and frequency, input your script into the script editor, and then hit create.

I’m an existing New Relic APM customer. Do I already have access to New Relic Synthetics?

If you’re an existing New Relic APM customer, you have access to Synthetics Lite. Additionally you can start a Pro trial to try out the Pro version which includes advanced Synthetic monitoring features. To get started using New Relic Synthetics, all you have to do is set up a monitor.

What is Multi-Account Management?

For Pro and Enterprise subscriptions, you have access to Multi-Account Management which allows account owners to create sub-accounts for different applications. This is useful, for example, to limit users so they can view specific applications and not others. A New Relic account serves as the parent account with its own license key. Sub-accounts have their own license keys to keep the sub-accounts and parent accounts from sharing any application data.

What is the criteria for a Standard vs. Critical Support Issue?

Each New Relic Support package (Platinum, Gold, and Silver) has unique support response times and channels for Critical and Standard Support issues. A Critical Support Issues is classified when you, the customer, experiences one or more of the following:

Application Crash: You believe the New Relic Agent is crashing or significantly impacting the performance of your applications.

Data Unavailability: Applications are not reporting data to the New Relic Application.

Site Unreachable: The inability to access the New Relic Dashboard.

If the issues are not classified as any of the three above, you will receive support according to your support plans Standard Support Issue response time.